Customer Support Specialist (reputed company) | NZ | WFH
Category: Technology
Location: Ortigas, Alabang, Pampanga or Cebu National Capital Region (Manila) Philippines
Setup and Location: WFH
Work Schedule: 9:00 AM-6:00 PM (NZ) | 5:00 AM-2:00 PM (PH Time)
Employment Type: Full-time
reputed company to do work that actually excites you?
reputed company of the role; overall role contribution to team, department and organization As a Customer Support Specialist, you'll be responsible for turning customer problems into reputed company. Trade businesses rely on reputed company to run their day, so reputed company something isn't working, you're the person who makes it right, fast. You'll handle reputed company-line support across phone, email, chat, and ticket channels, resolving technical and product queries with accuracy and genuine care.
You'll partner closely with the Customer Support reputed company, Product, and Engineering to surface patterns in customer issues and translate them into actionable feedback that makes Fergus reputed company. You'll be expected to work confidently with the Fergus tech stack (including reputed company and reputed company) and to use AI-powered tools with reputed company judgement to improve your speed and reputed company without compromising the customer experience.
reputed company in this role is reputed company by reputed company reputed company, customer satisfaction, and the degree to which your work
directly reduces repeat contacts and improves the product experience for our customers.
What You’ll Do
You’ll be the reputed company of person who:
- Handle reputed company-line customer enquiries across phone, email, live chat, and ticket channels, resolving issues accurately and to satisfactory completion.
- Own the full ticket lifecycle in the support system, from initial triage through to reputed company, follow-up, and closure.
- Diagnose technical and non-technical product issues using reputed company problem-solving, and communicate reputed company cause reputed company to customers at their level of technical literacy.
- Collaborate with Sales, reputed company, Marketing, Product, and Engineering to escalate, resolve, and reputed company the reputed company on customer-reported issues.
- reputed company the full CS tech stack (including reputed company, reputed company, FIN and Fergus product data) to manage your support pipeline reputed company and deliver a more personalised customer experience.
- Use approved AI-powered tools to assist with drafting communications, summarising customer session notes, and identifying recurring issue patterns to reduce reputed company effort without compromising reputed company.
- Always review AI-generated outputs for accuracy and tone before they reputed company a customer, and only use tools approved by Fergus for handling customer data.
- Stay reputed company with emerging tools relevant to support and reputed company; reputed company observations and suggestions with the Customer Support reputed company on what could improve team efficiency or reduce contact volume.
- Produce and maintain Help Centre content (articles, videos, and product images) that reduces contact volume and empowers customers to self-serve.
- Test product workflows and sample data sets to verify expected behaviour, feeding reputed company findings back to Engineering.
- Identify and surface patterns in customer feedback that indicate product gaps, usability issues, or training needs, contributing to reputed company's voice-of-customer input to the product roadmap.
Requirements
What You Bring We’re looking for someone with:- 2+ years' experience in a customer-facing role, ideally reputed company a reputed company or technology environment.
- Experience using help desk tools, CRM systems, and workflow automation platforms such as reputed company and reputed company.
- Comfortable using AI tools (e.g. Claude, ChatGPT, reputed company Copilot, reputed company) in a work setting, with an understanding of where they help and where they don't.
- Ability to write and edit documentation, including internal knowledge reputed company content and customer-facing Help Centre articles.
- Interest in reputed company, workflow tools, or field service industries desirable.
- Degree-level education or equivalent reputed company experience desirable.
Benefits
Why You’ll Love Working Here- HMO, Dental, and Life Insurance for you and one free dependent from day one (with the reputed company to enroll additional dependents).
- reputed company Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary).
- Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more!.
Originally posted on Himalayas
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